Re: [Troubles] Frustrated with Tech Support and Local Techs... in Windstream

Re: [Troubles] Frustrated with Tech Support and Local Techs... in Windstream http://www.dslreports.com/forum/r20462595 en Thu, 08 Jan 2009 15:18:23 EDT Thu, 08 Jan 2009 15:18:23 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20867633 ron41 : Well, I was able to get sales to push an order through. At first, they did it wrong, then they said they did it the right way. I checked the status today and it said there was no order found (previously is said there was an order). I had a message on my machine, Of course it was to tell me I can't have more than 3. No explanation, when I called again I asked them if a local tech could call me and they said no. I did notice that I had NO sync when I got home, but a reboot fixed that.

SO, NOW I'm stuck.
Tell me, is there any reason why my line wont handle it? I'm on an ADSL2+ DSLAM with an ATT of 24.5. Is there a such thing as a DSLAM that's adsl2+ that is fed by multiple T1's?

I am 1 mile away from Mediacom 15Mbps cable. Getting them to extend that my way seems like more of a reality than to get Windstream to at least give me an explanation.]]> http://www.dslreports.com/forum/remark,20867633 Tue, 29 Jul 2008 16:52:31 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20864104 anon : Easy answer bro, I had the same problem with them so here's watchya' do.

CAll sales instead. They won't know any different if you just tell them to put you on six. If they ask say, "I was tested A.O.K. for 6 Mb"

They gave me the same crap when I had 3 and my neighbor had 12. (My office is next door that's how I know)

12 Mb Static is wonderful. I have 6 Mb dynamic, and I consistently have to call to RE-upgrade my service to 6 mb. It keeps going back down to 3 every month. for about one week it's 6 Mb, and the next three it's crappy again.

Isn't that theft by definition?

+Frustrated Windstream Customer]]> http://www.dslreports.com/forum/remark,20864104 Tue, 29 Jul 2008 00:16:44 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20861196 shadowfax : Thats all up to the individual tech, but we want a steady signal rather than a shaky SNR. And sometimes that means bumping the speed down to a lower level.]]> http://www.dslreports.com/forum/remark,20861196 Mon, 28 Jul 2008 14:05:35 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20858544 mikeky : shadowfax, is there any specific reason (like a PSC reg or something) why some techs aren't willing to let customers that might be just on the edge in terms of SNR or atten try the higher speed packages like 12 mb? Seems it would be easy enough to switch them back to lower if it didn't work (and would show the customer he really couldn't have that package). Or maybe I'm underestimating the amount of effort needed to make the switch on WS' end?
--
It's easy to conclude you're right if you never listen to the other side. -John Breaux]]> http://www.dslreports.com/forum/remark,20858544 Sun, 27 Jul 2008 22:20:06 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20852763 ron41 : UPDATE

Sooo.. I've tried everything and still have gotten nowhere.

Today I was checking the website and with my phone number it said 6Mbps is available. So I called, and they told me the website is wrong...! ARRRGGGG I'm so mad I don't know what to do!]]> http://www.dslreports.com/forum/remark,20852763 Sat, 26 Jul 2008 14:40:43 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20784482 ron41 :

said by curious george :

One poster complained that the sales people refused to sell him something that the sales people knew would not work.

What is it you are after here?

Do you WANT 12mb DSL that won't reliably stay connected so you can call tech support every night?

If you are too far, you are too far. 18,000 feet means exactly that.

My stats are well withing the boundaries of 12mbps. In fact, like I stated in my first post, two doors down has 12 available. His attenuation is around 38, which is too high for 12.

What do I want? A tech to come test the line at my house, talk to me for a little while about it, them decide what is best.

All this has to do with outdated records..]]> http://www.dslreports.com/forum/remark,20784482 Sun, 13 Jul 2008 13:15:52 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20783107 anon : "Attenuation doesn't change, it is what it is."

Attenuation by definition is loss of signal over distance. You can MAKE attenuation go higher by taking high pass filters off your phones because that will cause signal to bleed, but of course you would not ever do that. Also bridged taps and loading coils affect the attenuation.

Remember when you calculate distance that your wire runs over, under, around and through, so be aware of manhole routes, pole runs.... ]]> http://www.dslreports.com/forum/remark,20783107 Sun, 13 Jul 2008 00:56:13 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20783093 anon : One poster complained that the sales people refused to sell him something that the sales people knew would not work.

What is it you are after here?

Do you WANT 12mb DSL that won't reliably stay connected so you can call tech support every night?

If you are too far, you are too far. 18,000 feet means exactly that.]]> http://www.dslreports.com/forum/remark,20783093 Sun, 13 Jul 2008 00:51:33 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20767558 oneofmany : If you are interested in reaching 2nd level directly use the following number - 1-866-248-2533 option 3. You can also contact the corporate action line number for executive complaints. That number is - 1-800-222-6825. Either way that should get the ball rolling without having to deal with the inadequate tech support from India. ]]> http://www.dslreports.com/forum/remark,20767558 Wed, 09 Jul 2008 23:19:28 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20766557 shadowfax : The main customer service line 18003471991.]]> http://www.dslreports.com/forum/remark,20766557 Wed, 09 Jul 2008 20:00:00 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20766322 ron41 : Thanks Shadow, I'll see what I can come up with. By business office, do you mean a local office, or is this the line that businesses call? ]]> http://www.dslreports.com/forum/remark,20766322 Wed, 09 Jul 2008 19:08:04 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20757611 shadowfax : Call the business office and report slow speeds on youre line, indicate that you are frustrated and need a tech visit and a call from the local supervisor, be prepared to contact the public service commission to back up that threat. I'm not sure why the guy at the central office blew you off, but I'm guessing that if his boss knew about that, he would have been reamed. ]]> http://www.dslreports.com/forum/remark,20757611 Tue, 08 Jul 2008 09:27:32 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20756946 ron41 : i would switch if I could.

As for the Supervisor... Yeah, I'm pretty sure that's the guy I talked to first who blew me off. He was in a white Windstream dress shirt at the CO. He's the guy who said that he was taking care of the high dollar clients and maybe he would get to me.

If that's not the guy you are talking about, how would I get in touch with someone like that?

My next plan is to just offer a tech cash to help me out... ]]> http://www.dslreports.com/forum/remark,20756946 Tue, 08 Jul 2008 02:00:54 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20755282 apexi350z : It's been 2 months and you still can't find anyone? geesh! you have some patients... I would have switched to cable already :)

Hope you get it resolved soon..]]> http://www.dslreports.com/forum/remark,20755282 Mon, 07 Jul 2008 19:12:02 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20754711 shadowfax : Get a hold of the local residential supervisor]]> http://www.dslreports.com/forum/remark,20754711 Mon, 07 Jul 2008 17:13:53 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20752951 ron41 : Sorry to bring back an old topic, but I thought I would post an update to this.

I left my business card at the CO door a week after my first contact with them. No call... I went by again and talked to a tech who said the same thing... I'll help you but we are working on high $ clients at the moment. I called WiPro, sales, static IP support, nothing...

About a week ago I get home to see a green hanger on my door. By this time I had already given up on getting higher speeds. The green hanger said "The problem is in your house, call this 800 # to get an appointment.

The tech that came out a month an a half after I talked to him, just check for a speed issue, rather than an upgrade.

So, here I am, I've exhausted all possible means of communicating with techs, they obviously do not want more money from me, or bonus, or incentive. The times I talked to them they said, Sounds like you could get at least 6Mbps with your Attenuation and the fact that I am on ADSL2PLUS already.

Is there ANYTHING ELSE I can do to try and get them to get me higher speeds?]]> http://www.dslreports.com/forum/remark,20752951 Mon, 07 Jul 2008 11:41:58 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20490385 ron41 : No call yet... ;(

I noticed that I am provisioned at 3066000. Other people are at around 357700. Is that normal?]]> http://www.dslreports.com/forum/remark,20490385 Thu, 15 May 2008 22:50:26 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20477507 ron41 : Well, I as supposed to get a call yesterday or today. As I predicted, NO CALL. I guess the techs here aren't interested in incentives or up selling.

Dang Shadow, why couldn't you be a tech in this town?

I guess I will have to search for a different tech since knocking on the CO door isn't working.

HUMPF.... ]]> http://www.dslreports.com/forum/remark,20477507 Tue, 13 May 2008 19:32:37 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20470892 ron41 : Ahhh.. Did not know that. Thanks. Technically, things are looking promising.]]> http://www.dslreports.com/forum/remark,20470892 Mon, 12 May 2008 16:27:55 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20470775 shadowfax : Attenuation doesnt change, it is what it is. Its a direct reflection of youre distance from the dslam, the higher, the further out. For the most part, good 12 meg signals are in the low teens of SNR.]]> http://www.dslreports.com/forum/remark,20470775 Mon, 12 May 2008 16:09:32 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20470579 ron41 :

said by GVG

:

Your SNR and ATT are way better than mine and I get 12mb. My SNR is 12 and my ATT is 26.

Well, If I went to 12 my snr would drop and my att would rise. I figure at 6 my SNR would go down by 7-10dB and my ATT would go up by about the same. With ADSL2+ it might be a bit better though. ]]> http://www.dslreports.com/forum/remark,20470579 Mon, 12 May 2008 15:35:09 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20470537 GVG : Your SNR and ATT are way better than mine and I get 12mb. My SNR is 12 and my ATT is 26.]]> http://www.dslreports.com/forum/remark,20470537 Mon, 12 May 2008 15:29:15 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20470499 ron41 : Well, found a Windstream van at a hardware store so I went in and there was no one to be found.

I decided to knock on the CO door. The man that answered seemed unhappy to see me, but a tech that arrived halfway into the conversation seemed more friendly. The man that answered the door was obviously a manager.

I told him my story, he said he would call me later and they were working on the DSL at the courthouse and that they take priority since they may lots of $. I said ok...

He said he would test my line, so hopefully they will do more than what they were supposed to so the first time. I let him know my SNR at ATT, he said I wouldn't be able to get 12 maybe 6.

SO now I play the waiting game. All in all they didn't seem as happy to help me out as I thought. I happened to drive my company car up there, maybe they are not too fond of the Geek Squad... :huh: I'll post as soon as they call and let you know what happened.]]> http://www.dslreports.com/forum/remark,20470499 Mon, 12 May 2008 15:23:55 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20469438 shadowfax : Another thought, you may have multiple dslams at youre RT. An older dslam with multiple t'1 feed cannot support 6, or 12 meg,you may be working on the older system, that is why you dont qualify. But, If there is a newer calix dslam located at the same RT, that is why youre neighbors have 6, or 12 meg service. SO, find a local tech to confirm this, and have them sighn you up ! ]]> http://www.dslreports.com/forum/remark,20469438 Mon, 12 May 2008 11:42:17 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20467817 ron41 :

said by WS_ :

6Mb and above is only offered on DS3 fed DSLAMs. If you happen to be getting service out of an IMA (bundle of T1s) fed DSLAM you cannot get 6Mb. This may be why you are not qualifying. No one will need to come to your house or test your line to determine this.

Agreed, however, my entire street is connected at the CO. My neighbors can get 6 mbps two doors down can get 12. My street has to be on more than a few T1's There are remote DSLAMS, but they are on the other side of town.

When I first got Windstream I was told my whole town was on multiple T1's. They have done some upgrades since then I know.

I guess the bottom line is I HAVE to stalk the techs here and talk to them. ;)]]> http://www.dslreports.com/forum/remark,20467817 Sun, 11 May 2008 23:49:42 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20467328 anon : 6Mb and above is only offered on DS3 fed DSLAMs. If you happen to be getting service out of an IMA (bundle of T1s) fed DSLAM you cannot get 6Mb. This may be why you are not qualifying. No one will need to come to your house or test your line to determine this.]]> http://www.dslreports.com/forum/remark,20467328 Sun, 11 May 2008 21:53:27 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20465464 shadowfax :

said by ron41

:

Thanks for the info Shadowfax. To find a local guy I would have to find one on the street, am I right? I couldn't just knock on the door at the CO and state my case, could I?

Who has the ability to force qualify me besides a local tech? Level 2 tech support? I feel like if they knew my SNR an ATT they would do it. Level 1 tech didn't say anything when I mentioned SNR and ATT.

Thats because WIPRO in India cant tell there rear ends from a hole in the ground ! Call the business office and ask for a local manager to contact you, knock on the door of a local office, wave them down when you see them driving around, I see that stuff all the time. ]]> http://www.dslreports.com/forum/remark,20465464 Sun, 11 May 2008 13:41:18 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20464566 AZinOH : Speedtest.net isn't the greatest when it comes to pings. Try doing a ping from the command prompt (if Windows), or download ping plotter »www.pingplotter.com/freeware.html]]> http://www.dslreports.com/forum/remark,20464566 Sun, 11 May 2008 08:49:51 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20464519 xxTRAGEDYxx : yeah i know right!!! lol, we had to get out of charlotte! we just had another baby, so that speaks for itself. but yeah bro, i ALWAYS ping very high to g-boro..i dunno why!! atlanta is 40-50(usually around 50). but usually when i go to tenneese it's lower than atlanta!! go figure]]> http://www.dslreports.com/forum/remark,20464519 Sun, 11 May 2008 08:20:06 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20464481 GVG : Thats interesting, I am in Matthews and my ping to Greensboro is only around 90. To Atlanta I get 56. Another odd thing is the distance. For me it says 100 miles to Greensboro, and only 50 for you, yet we live 15 miles apart.

]]> http://www.dslreports.com/forum/remark,20464481 Sun, 11 May 2008 07:56:34 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20464473 xxTRAGEDYxx :

said by ron41

said by xxTRAGEDYxx

:

Shadow beat me to it, but the other day a WS tech was out to my house, and I saw his chart. 6000ft or less(they want less) to get the 6meg or 12meg. So, you should be in good shape.
I live 8000ft from the CO and I have 6000Mbps/768Kbps. I was told the elimination of 2 bridge taps allowed me to get what I do now, and that if I upgraded, I wouldn't get the full speed, but it would improve.
You'd have to ask Shadow, as he knows more than I: but maybe just order the 6meg, and see what happens..

the speeds are pretty consistent, I'm happy..except with that ping. but it's always high to g-boro. if i go to atlanta it's around 50ms. and on trace routes 1st hop is 2ms everytime]]> http://www.dslreports.com/forum/remark,20464473 Sun, 11 May 2008 07:50:20 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20463271 JoshC1 : AH, I don't mean to hijack this thread, but you may not be able to get 6 or 12 due to them not upgrading your area. I'm not sure if that's the case because you say you are connected via adsl2+, but it is in my neighborhood. My snr is 31.0 and atten. is 16.5, YET I STILL CAN'T EVEN GET 6.0! sorry about the caps, I'm just frustrated because I've got GREAT stats, yet I still can't get either 6 or 12 =(]]> http://www.dslreports.com/forum/remark,20463271 Sat, 10 May 2008 21:59:13 EDT Re: [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20463011 xxTRAGEDYxx : yeah, my speeds are pretty good & consistent!! I max out around 6200Mbps downstream. And max out at 653Kbps upstream. That upstream is what I'm most concerned with, and that's better than I can get w/ TWC.. And I don't belive you aren't qualified. 1-866-990-3282. I know thats here in the states. It just might be for dedicated(static IP's)
But with you being 1.6 miles, you "should" be able to get it, but who knows how it's routed. Shadow is more knowledgeable on this than I. But call that number and see what you can't get worked out.

edit: i saw you said with ATT of 24.5 he's under 6000ft. I think last time I looked at mine it was 23. Maybe the tech that came out was wrong??]]> http://www.dslreports.com/forum/remark,20463011 Sat, 10 May 2008 20:40:50 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462786 ron41 :

said by xxTRAGEDYxx

Are your speeds okay even though you are 8000ft away?
How can you order 6 or 12 if you aren't qualified? I tried to sweet talk the sales line into it and they sent me to tech support.
Is there a better department to talk to besides tech support and residential broadband sales?
Thanks]]> http://www.dslreports.com/forum/remark,20462786 Sat, 10 May 2008 19:34:17 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462703 xxTRAGEDYxx :

said by ron41

:

If I drove to the CO it would be 1.6 miles. Its less as the crow flies. I wouldn't be questioning them if my neighbors weren't eligible for 6 and two doors down for 12Mbps.

I wondered the same thing, why wouldn't they want to drive out to my house when All it will do is give them a chance to make more money.

Shadow beat me to it, but the other day a WS tech was out to my house, and I saw his chart. 6000ft or less(they want less) to get the 6meg or 12meg. So, you should be in good shape.
I live 8000ft from the CO and I have 6000Mbps/768Kbps. I was told the elimination of 2 bridge taps allowed me to get what I do now, and that if I upgraded, I wouldn't get the full speed, but it would improve.
You'd have to ask Shadow, as he knows more than I: but maybe just order the 6meg, and see what happens..]]> http://www.dslreports.com/forum/remark,20462703 Sat, 10 May 2008 19:08:26 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462701 ron41 : Thanks for the info Shadowfax. To find a local guy I would have to find one on the street, am I right? I couldn't just knock on the door at the CO and state my case, could I?

Who has the ability to force qualify me besides a local tech? Level 2 tech support? I feel like if they knew my SNR an ATT they would do it. Level 1 tech didn't say anything when I mentioned SNR and ATT.]]> http://www.dslreports.com/forum/remark,20462701 Sat, 10 May 2008 19:08:01 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462690 shadowfax : With attenuation of 24.5 you are less than 6000 ft from the dslam, you are qualified for 6, or 12 meg. The problem is right now our (WS) records are woefully inept. The reason the business office says you are not qualified is because the loop qualification tool they use is not accurate due to bad records. We local techs love to refer customers for new or upgraded service,(cash rewards), find a local guy, tell them youre home number and address so he can confirm the service, and let the local guy take care of everything.]]> http://www.dslreports.com/forum/remark,20462690 Sat, 10 May 2008 19:01:22 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462683 ron41 : If I drove to the CO it would be 1.6 miles. Its less as the crow flies. I wouldn't be questioning them if my neighbors weren't eligible for 6 and two doors down for 12Mbps.

I wondered the same thing, why wouldn't they want to drive out to my house when All it will do is give them a chance to make more money.]]> http://www.dslreports.com/forum/remark,20462683 Sat, 10 May 2008 18:58:07 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462595 xxTRAGEDYxx : hey bro, do you know how far you are from your CO or RT???]]> http://www.dslreports.com/forum/remark,20462595 Sat, 10 May 2008 18:29:08 EDT Re: [Troubles] Frustrated with Tech Support and Local Techs... http://www.dslreports.com/forum/remark,20462589 AZinOH : I guess the thing I would ask is..why are they unwilling to roll a truck when what you are trying to do is give them more money? If they actually came and then said no...you can't get it then I'd understand.]]> http://www.dslreports.com/forum/remark,20462589 Sat, 10 May 2008 18:27:23 EDT [Troubles] Frustrated with Tech Support http://www.dslreports.com/forum/remark,20462250 ron41 : So I've been reading these forums since I was on DirecPC (2000-2001) I gotta say, I've learn alot from everyone. I rarely post, but I'm having troubles that I need advice with.

A little history: I moved to an Alltel area almost 3 years ago and got 3 Mbps DSL. Since day 1 it was unreliable with pings at 800-900ms and speeds as low as 25kbps. It got better, but it was still bad. After rounds of phone calls, I gave up.

ADSL2+ is in the area now, and since they started that my connected is actually stable. Thats great, but I would like to have a faster speed. Everyone on my street used to only be able to get 3Mbps MAX. Now with ADSL2 the people that live around me qualify for 6Mbps. The guy two doors down can get 12Mbps.

Despite the upgrade, I was still listed as ONLY being able to get 3Mbps. I know there are alot of variables in DSL but my stats are great and are actually better than my neighbor. Not being qualified for above 3Mbps confused me, so I made the dreaded call to tech support. They said they would send someone out to my house to test the line to make sure it can happen. That was on Monday, they asked me to wait until today to call about the results.

I called today and from what I could make out they told me I could not qualify. I asked them why no one actually came to my house, they said they tested it from the CO.

If they would have come to my home they would have qualified me. I asked the lady if they could submit the test again but make them come to my house and she said No.

I called two more times and got the same thing from those to tech support people. I also could not get transferred to level two support.

Here is my question... What else can I do to get someone to test my line?

I've attached my stats on my 3Mbps connection. Its connected with adsl2+.
Thank you ahead of time... On a side note, I've searched other posts for the same problems and I seem to be having more trouble than most with this.

Thanks again,
Ron

stats

]]> http://www.dslreports.com/forum/remark,20462250 Sat, 10 May 2008 16:51:34 EDT